Is it possible to setup a "callback" list on the IPOCC so that if a caller wishes to receive a callback from the Agent instead of continuing to hold the Customers number can be placed in a "list" that either the Agents can manually select to call them back or the system can automatically select a free Agent and call the Customer back. Done with the Dialer app? Can list be displayed on Agents UI?
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Callback by Agents
You can utilize the Abandoned call list to do this manually. You can utilize an announcement in the topic that simply states if you would like a callback your number has been recorded and an agent will call you back. Then when they hang up, they are recorded in the abandon call list for that topic. Then simply add the abandon call list table to the agent's telephony screen and the agents can click on the entries and call them back. Once they are called they will be removed from the list.
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